Infrastructure Network Engineer (VoIP)
Cambridge (on-site)
Band 6 - £37,338 - £44,962
We are currently working with an NHS body who, due to internal promotions, are looking for x2 Infrastructure Network Engineers to assist with exciting projects.
What We're Looking For
We seek someone with a blend of technical expertise and customer service skills to join our team. If you enjoy problem-solving, working with technology, and helping others, we'd love to hear from you!
Technical Skills & Knowledge
We're looking for someone with experience in the following areas:
* Telephony System Configuration - Setting up IVR systems and queueing functions.
* Telephony Provisioning - Installing and re-routing telephony cabling where necessary.
* Troubleshooting - Diagnosing and resolving issues with telephony and paging services (VoIP and Analogue).
* CAB Room & Data Centre Support - Monitoring and managing these environments using tools like Jacarta.
* Customer Support - Providing helpful advice and guidance using systems like ISTM or similar incident management tools.
* Safe System Configuration - Ensuring operationally critical systems and applications are set up safely.
* Empathy & Understanding - Ability to empathize with end users, providing clear and kind support.
* Collaboration - Confidently working with internal teams and third-party vendors to resolve issues.
* Support Coverage - Offering 1st, 2nd, and 3rd line system, software, and hardware support.
* Customer-Focused Support - Providing top-notch, user-friendly support to our Infrastructure Service Desk.
Technical Process Knowledge
In addition to technical expertise, we value process knowledge:
* Incident Management - Effectively handling incidents and aiming to fix issues on the first attempt.
* Problem Management - Identifying trends to resolve root causes of recurring incidents.
* Change Management - Familiarity with RFC processes and change requests.
* Continuous Improvement - Seeking opportunities to improve processes, such as enhancing IVR systems.
* SLA Management - Adhering to service level agreements and understanding how to prioritize tasks.
* Project Management - Familiarity with frameworks like Prince2 or Agile to support project delivery.
* Collaboration with Support Agencies - Working with external parties to resolve issues.
* Communication with Senior Managers - Regularly liaising with senior leaders to ensure smooth operations.
* Compliance - Ensuring all activities meet the Trust's information governance standards.
Essential Qualities
To succeed in this role, you should bring the following qualities:
* A strong customer focus and a desire to help others.
* Clear and effective communication skills.
* Excellent organizational abilities.
* The flexibility to work both independently and collaboratively.
* The ability to communicate transparently with senior management.
* A logical, solution-oriented approach to problem-solving.
* Enthusiasm for technology and a passion for learning new things!
Think this one's for you?
If you think this Infrastructure Network Engineer opportunity is for you, then please apply online.
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